Zong, ConnectHear launch AI sign language support at service centres
The SILA system uses Pakistan Sign Language at Zong centres in Islamabad, Lahore and Karachi, with human interpreters available when needed.
Zong and ConnectHear have introduced what ProPakistani described as Pakistan's first AI-powered sign language customer service at Zong service centres in Islamabad, Lahore and Karachi.
The system, called SILA, uses artificial intelligence and Pakistan Sign Language so that deaf and hard-of-hearing customers can handle SIM-related services, billing queries and account assistance without an external interpreter or family member. Professionally trained human interpreters remain available when additional context or judgement is required.
The launch was held on 23 September 2026, the International Day of Sign Languages, at Zong's Islamabad Customer Service Center. According to ProPakistani, officials from the Ministry of Information Technology and Telecommunication, the Pakistan Telecommunication Authority and GSMA attended, including Member Telecom Muhammad Jahanzeb Rahim, PTA Director Coordination Rabeeya Parvez, PTA Director of Public Relations Malahat Obaid, and GSMA Innovation Fund Manager APAC Zohaib Jawed.
Zong's Head of Strategy and spokesperson Nabila Yazdani said that a truly digital Pakistan is one where technology enables everyone to participate, and that innovation must go beyond connectivity to create meaningful access. ConnectHear co-founder and CEO Azima Dhanjee said deaf customers can now walk into these spaces and be independently facilitated through sign language interpretation, without relying on someone else to communicate for them, something she has seen the importance of firsthand while growing up with deaf parents.
ProPakistani reported that the launch is the first phase of a broader accessibility roadmap, with Zong planning to extend sign language accessibility across its digital ecosystem. ConnectHear describes SILA as a patent-pending conversational sign language AI agent. Telecompaper also reported the launch, with the headline that Zong and ConnectHear have launched AI-powered sign language customer service in Pakistan.
Zong said the initiative is part of a wider technology-services ambition to use its network, digital platforms, AI capabilities and partnerships to address customer and societal needs.
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